5 Top Customer Service Articles For the Week of October 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark
(CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. Yet many leaders do not understand the benefits of a VoC program, what it entails, and how it can be used.
My Comment: VOC, or Voice of the Customer, has been a term that has been misunderstood by many. The gist of it is simple. Listen to the customer and then do something with